Key Success Outcomes
Here's where Gainsight saw the most impact.
-
Save 40+ hours per month
-
$10k+ saved per month
-
Increased Customer Satisfaction
-
Improved time to resolution
About Gainsight
Industry:
Technology
Size:
Large (1,000-5,000 employees)
Use Case:
Support
Headquarters:
San Francisco, CA
Gainsight’s customer success technology helps businesses retain customers and drive company growth. Its innovative customer-centric technology is driving the future of customer success. The company’s customer cloud offers a powerful set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together enable businesses to put the customer at the center of everything they do.
The Challenge
Gainsight is the leading Customer Success Management platform. Their platform is technical and requires detailed customer instructions. The Gainsight team of 30+ Customer Support Reps is working really hard to improve time to resolution and avoid unnecessary back-and-forth.
“Zight eliminated the need for the rep to type down mile long responses and the personalization is what sets us apart.”— Steve Davis, Customer Support Manager
The Zight Solution
The Customer Support team is using annotated screenshots and videos to answer customer questions. “With Zight, we were able to take 2 to 3 typed-out interactions and combine them into 1 GIF or video. This has eliminated the need for the rep to type out these mile-long responses,” says Steve Davis, Customer Support Manager.
They use videos to customize their answer and give them a personal touch.
The Results
With videos, instructions are better understood by customers. Reps can answer complex questions and avoid receiving follow-up emails. Customer Support Reps work faster and on a personal level with the customer.
Steve Davis estimates that his team saves $10k+ per year by working faster with Zight.
Estimates of time savings were determined by the Gainsight team.